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Work experience

Visa Inc

Visa Inc
Aug 2009Oct 2014

IT Certification Analyst

First Data Corp.


July13 - Oct 14

• SME for Requirements Engineering SharePoint portal (admin for changes, updates, etc. policing the database for consistencies)

• Generate weekly reports on RE project timelines, responsible for team audits (extract data from SharePoint for managing working concepts)

• Provide monthly RE resource productivity data using Clarity CA (used for measuring statistics and setting individual goals)

• Assist management on a ad-hoc basis reporting yearly team statistics using MS EXCEL and PowerPoint as a presentation medium

• Collect six month rolling productivity data (Clarity CA) for the purpose of setting and measuring RE team goals


Aug 09 - July 13

• Monitor, capture and interrogate merchant transaction data

• Review HEX dumps and low level IP traces as a result of parse-failed test card data, format failures etc

• Provide UAT testing in First Data emulation environment

• IT support for TransArmor  (First Data’s encryption at the POS)

• Manage client scheduling activities through SharePoint

• Manage weekly time tracking CLARITY CA

• *** Bravo Center Stage Award *** – awarded by peers for the Bank of America conversion project

Jul 1985Dec 2008

Sr. Implementation Analyst/PM

Visa Inc/DPS

PROJECT MANAGER / SR IMPLEMENTATION ANALYST Team Lead – DEX Implementation & Vendor Management Visa Inc/DPS –McLean Va

July 05 – December 08


• Client Customer Support-Visa/DPS (planning & implementation)

• Visa Direct Exchange (OCE/OCX U.S. Message Gateway)

• CCM Change Control Management (VIPER/NEWSCALE soft tools)

• Team and Project Leadership - Global Knowledge & AMA Project Management

• Endpoint Installation Support (over 10 years global field support) US and Intl.

• Vendor Management Support – technical SOW input/recommendations for (CompuCom, Unisys & NCR)

Team Manager / Visa DEX

Jun 97 – Jul 2005

Manage Visa’s US Direct Exchange endpoint installations staff that provide hardware support for member banks, merchants and third party processors. Determine staffing assignments and provide annual merit evaluations to upper  management.

Provide guidance to staff members in order to meet our department business objectives and goals as part of our annual PPRS (Performance Planning Review System).

Provide ongoing technical support to NCR's program manager and Visa internal stakeholders as it pertains to BAU (business as usual) and special projects that require client hardware changes.

May 88 - Jun 97

Global Installation Support Services Visa US & Canada (Endpoint Installation Analyst) ** road warrior ** 75% travel

Provided endpoint installation support for Visa US and Visa Canada. This included proprietary software and hardware support for VAP's (VisaNet Access Point).

These platforms consisted of redundant IBM PC hardware and circuits using both AT&T and MCI to load balance credit card transactions at the user interface.

The customers of major financial institutions, merchants and third party processors. In 1995 and 96 worked exclusively in the Visa Asia Pacific office routinely testing client software configs. During this time traveled to Bangkok, Kuala Lumpur, and Manila to perform both VAP hardware and software upgrades.

Jul 85 - May 88

• Network Operations Support (Base II)

Provide telecom support to Visa's Base II settlement system. Working analog circuit and modem issues on all three shifts.

Monitor data traffic for large financial institutions and merchants.

Test and repair with long haul carriers (AT&T and MCI) reporting circuit outages.

Dispatch and provide technical support to Motorola field techs for endpoint hardware failures.

Key Achievements:

• Single point of contact for NCR, Visa’s field service provider. Conduct weekly meetings with NCR and Visa internal stakeholders to determine performance and review project metrics for Visa’s client “refresh project”. The project consisted of  225 clients replacing endpoint routers and in many cases upgrade  WAN circuits too. The project completed six months ahead of schedule with a cost savings of approximately $72 thousand dollars.

• Monitor department budget, ancillary costs, while managing staff productivity to ensure performances meet the expected individual PPRS goals.

• Promote a "team" working environment to meet department business deliverables. Perform routine customer satisfaction surveys to evaluate department goals and client services business objectives.

• Provide training recommendations to staff using Visa's LMS (Learning Management System) and conduct individual action plans as needed.

• Provide second level support to Visa’s NOC (Network Operations Center). Evaluate and resolve technical issues with rapid response. Responsible for department SLA's (Service Level Agreements) deliverables for Visa's internal customers and stakeholders.

• SME (subject matter expert) for Unisys and NCR Field Service Solutions. Provide day-to-day program management support to ensure corporate business deliverables are met. Included are: production support hardware implementation changes and engineering support initiatives.

• Execute BRP (Business Resumption Planning) responsibilities on a semi-annual basis to meet Visa's corporate business deliverables. The BRP exercise is to ensure routine work capabilities can be managed remotely with minimal or no impact in the event of an emergency.


Aug 1975May 1976

Business Law

Catonsville Community College

Did not complete. Withdrew from school.

Sep 1972May 1974


Howard Community College

Associates in Communications


Sep 1986Mar 1990


• Cisco CCNA cert @ UMBC / Cisco Aironet WLAN technologies (included wireless site survey studies)


Roland Carrington/FD Sr. Certification Analyst

Patrick Hartman/FD Systems SME


Basic understanding of Electronics/101 - Catonsville Comm College
LAN/WAN administration, PIX and Checkpoint firewalls, MPLS, ATM, Frame Relay, ISDN, PPP, VPN, wireless WI-FI 802.11 B/G/N, 10/100/1000 BaseT Ethernet, TCP/IP, SMS/SQL.
Data Base
Platforms: IBM RS6000 UNIX platform, IBM 3090 Mainframe, AS400, Series 1, Systems 88, desktop systems 57 & 80 MS Exchange Server, QNX (Visa proprietary s/w), Windows 98/2000/XP/Vista.
• Over 18 years experience working with AT&T and Verizon troubleshooting circuit issues in a frame relay and MPLS environment.
• Network Telephony: Cisco Protocols BRP, EIGRP and SNMP methodologies. MPLS, Frame-Relay and ISDN.

Achievement Awards

• Visa Stars - silver award awarded by peers in 2000 and 2002 for going above and beyond my work duties while contributing to the successful completion of several high visibility client implementations.

• First Data Bravo Center Stage Award - awarded by peers for the Bank of America conversion project.

Other credentials

• SEC training for Visa Inc, Bankcard Basics, Code of Conduct training for mid level managers, Workplace Violence Prevention, Harassment Prevention Training for Resource Managers

• AMA Management workshops included: Employee Performance Evaluations, Interviewing and Motivation Skills, Workforce Planning, Managing Difficult Employees

• OPS Management Soft Tools °  BMC Remedy VIPER/NEWSCALE applications for Change Control Management, and MIR tracker

• Dale Carnegie – accredited self-improvement and performance based training